Individuals who are new to retail sales or presently in a retail/customer service role.
Duration
2 Days
Programme Overview
Many retail store sales agents may believe that focusing on sales and achieving sales targets will necessarily affect the level of customer service they provide. However, when retail employees focus on how their customers feel and make decisions throughout the experience, they deliver excellent service and develop valuable two-way RELATIONSHIPS. Building customer relationships and meeting their needs is at the heart of this selling skills course which is specifically designed for frontline retail sales professionals.
At the core of this training course, participants will learn and practice a proven, step-by-step sales questioning model they can use immediately in any sales situation.
This powerful sales questioning technique is all about asking the right questions in the right order. It is designed to increase the likelihood of making a sale by better understanding customer needs while maintaining a great customer experience. By following this proven questioning model your retail sales professionals will confidently lead their customers successfully through the buying experience.
Objectives
Explain what motivates customers (logical and emotional) to buy or continue to use a
product/service
Explain four personality styles; identify their own style; and, adapt their style to establish rapport
with other personality styles
Follow a simple 5-step sales process that will give them the confidence, energy, and focus they
need to become successful retail sales professionals
Use a powerful sales questioning technique that will enable them to ask customers around their lifestyle needs in a better way
Overcome common objections and close the sale
Make the best out of each interaction with every customer
Learn valuable lessons from Joe Gerard, one of the greatest retail salesmen who ever lived
Methodology
A variety of innovative techniques are used to trigger facilitated discussion and convey the program ideas. The learnings from the workshop would be effectively explained through experiential learning making the learning fun and innovative. Special emphasis would be laid on Self Confidence, Motivation, Communication and Handling Stakeholders.
The course would have a blend of classroom sessions, role-playing and an actual visit to the real stores with guided activities.
Course Outline
Module 1: Linking Sales and Customer Service
Selling or Serving-an Icebreaker activity
Moments of truth
Ethical sales practices
Module 2: Know Your Stuff and Your Customer
Know the Products and Services you sell inside out
Knowing your Market and Competition
Buyer types we deal with
Find out your Personality/Buyer type
Module 3: Create the Opportunity
Greeting Customer properly
Having a Professional Introduction
Discovering Customer needs
OPEN Questioning technique
Module 4: Handle Objections and Close the Sale
Types of Objections
Handling the most common objection "Price"
Handling Objections Model
9 Closing techniques
Module 5: After-Sales and Follow-Up
Meet Joe Gerard (The world's best retail salesman)
Best practice Post-Sale and Follow-Up actions
Leaving no stone unturned
Fun Reverse brainstorming activity wrap up activity
